Patient Care Call Center Supervisor

Company Overview

Midwest Regional Health Services, founded in 2002, is dedicated to providing high-quality Family Medicine to the greater Omaha community. Our practice combines modern technology with a team of highly trained clinicians, ensuring exceptional patient care across our two locations in Omaha and Gretna.

Summary

We are currently looking for an experienced and professional Medical Call Center Supervisor. As the Clinical Support Team Lead at Midwest Regional Health Services, you will be instrumental in guiding our call center team to deliver outstanding patient care. This role is vital in maintaining our commitment to high-quality healthcare while fostering a collaborative environment that supports both patients and staff.

This position is full-time, 4.5 day work week, Monday through Friday

Responsibilities

• Manage and supervise the Clinical Support Team (Medical Call Center) to ensure high standards of patient care
• Assist the team with answering incoming calls as needed
• Develop and communicate work schedules for CST members
• Oversee medical documentation processes to maintain compliance and accuracy
• Collaborate with physicians and other healthcare professionals to optimize patient outcomes.
• Monitor employee attendance, coaching opportunities, and disciplinary processes to ensure compliance with company policies and procedures
• Provide training and support for call center staff on best practices in patient assessment and treatment.
• Measure and report call volume, i.e. inbound calls, call waiting, and call abandonment
• Prepare monthly and annual performance reports
• Assist in hiring and onboarding new CST employees
• Promote a positive team culture that prioritizes patient-centered care, through feedback and communication
• Support preventative and proactive communication to improve quality of results
• Create goals and assist in implementation for department improvement

Education and Experience Requirements:

· High school diploma or equivalent

· Healthcare training as a Certified Medical Assistant, LPN, RN, or BSN

· At least 3 years of working in a supervisory role in a medical call center required

· Experience with coaching, training, and motivating employees is required

· Tech savvy with knowledge of relevant computer programs and telephone equipment

Qualifications

• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis software
• Excellent negotiation and problem-solving skills
• Ability to lead a team effectively while fostering collaboration among staff members

If you are passionate about leading a clinical team dedicated to exceptional patient care, we invite you to apply today and become part of our mission at Midwest Regional Health Services.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Omaha, NE 68144: Relocate before starting work (Required)

Work Location: In person